Research Goals

• Identify how users feel towards the efficiency and usability of a money transferring app.
• Learn past and current experiences when dealing with a digital payment based application.
• Discover possible implementations that can further the success of a money transferring app.

Interview Findings

Richard 26, UI+UX Student, Dallas, TX

Quotes

• Technical support is necessary when dealing with personal info
• I enjoy knowing there are opportunities to earn more money
• I want to make sure I have enough money for my own family
• I’m skeptical with what I give my time to

Behaviors & Attitudes

Needs and Goals

Frustrations

Reads reviews on apps before use

Not too trusting of new products

Would be nice to have customer support agents

Likes to receive help

Good security with personal info

Save money towards future interests

Ease of use to increase productivity

Better money management

Not receiving adequate help

Lack of consistency

Can’t figure it out on their own

Not getting to the point

Tina 26, Tech Student, Dallas, TX

Quotes

• Money management has helped me afford many products
• I tend to do a lot of online shopping
• I hate waiting to receive or send money

Behaviors & Attitudes

Needs and Goals

Frustrations

I prefer saving money in case of a critical time

I enjoy budgeting to manage my money

I recommend apps to friends when they are beneficial to me

I don’t like paying extra for essential features

Organized and well put together

Save money in different accounts

Immediate support in case of technical issues

Easy to navigate to complete tasks

Know that my money is increasing or declining

Difficulty using an app

Poor directions or instructions

Long wait times

Jordan 26, Barber, Dallas, TX

Quotes

• I want to find the easiest way for my clients to pay after a haircut
• I like to use apps that are minimalistic
• I prefer not being asked too many questions when trying something new
• If my money is being placed in an account, I need high security

Behaviors & Attitudes

Needs and Goals

Frustrations

I enjoy ease of use with money apps

Like to give clients payment options

I like to eliminate extra steps if possible

I like to ask for feedback or help

Strong banking security when dealing with client info

Collect more payments digitally from clients

A good work environment to perform the best in

Needs some type of easy pay feature

Not being organized

Lack of timeliness

Poor customer support

Affinity Mapping

Resources (Money, Skill, Support)

Reads reviews on apps before use

Not receiving adequate help

Can’t figure it out on their own

Emotional Feeling

Not too trusting of new products

I don’t like paying extra for essential features

Difficulty using an app

Poor customer support

I recommend apps to friends when they are beneficial to me

I enjoy budgeting to manage my money

I enjoy ease of use with money apps

I like to ask for feedback or help

Poor directions or instructions

Would be nice to have customer support agents

Likes to receive help

Can’t figure it out on their own

Immediate support in case of technical issues

Better money management

Affinity Mapping

Efficiency (Usability)

Opportunity

Not getting to the point

Lack of consistency

Save money towards future interests

Ease of use to increase productivity

Know that my money is increasing or declining

Like to give clients payment options

I like to eliminate extra steps if possible

Easy to navigate to complete tasks

Long wait times

Needs some type of easy pay feature

Collect more payments digitally from clients

A good work environment to perform the best in

Easy to navigate to complete tasks

Save money in different accounts

Affinity Mapping

Order (Organization, Management, & Protection)

Organized and well put together

Ease of use to increase productivity

Good security with personal info

Strong banking security when dealing with client info

Not being organized

Lack of timeliness

Organized and well put together

I prefer saving money in case of a critical time

I enjoy budgeting to manage my money

Insights

• Respondents all seek for strong security when using a money transferring app.
• It is preferred to have a minimalistic design.
• Customer support is needed for all interviewees in case of technical, fraud, or scam, issues.
• Everyone looks for ways to make their money last.
• One respondent wants a feature where clients can make fast and easy payments.
• Users want to feel safe with their personal information being used in a digital payment app.
• The amount of time to perform tasks should be short.
• Creating multiple accounts to save money in would be beneficial for a least two of the interviewees.
• A feature could be implemented to help users optimize their money.
• One interviewee is likely to recommend the app if it has beneficial features.
• A FAQ (Frequently Asked Questions) page could help to resolve technical issues.
• Activity of money received or sent should be easily accessible.

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Insights from Insights

• Main problems to be solved are: Incorporating two factor authentication to protect users from hacking.
• Having reliable customer support incase of technical issues is essential incase of lockouts.
• Creating a custom savings account feature will allow users to save money, similar to a personal piggy bank.
• Trained technical support agents that can monitor and locate fraudulent activities will retain users.
• Providing a QR Code for each user account will speed up in person transaction times.

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